Tue.Jul 27, 2021

Preparing Your Brand's Customer Service for the Post-Pandemic Boom

Advantage Communications

It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike. Contact Center

Alida Summer ‘21 Release Provides Richer Insights to Elevate CX

Alida

Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one! Customer Experience

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The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it.

NPS 263

The High Cost of Being Unprepared: How Field Services Can Create a Disaster Recovery Plan

TechSee

2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

ChurnZero Shortlisted for 2021 SaaS Awards

ChurnZero

ChurnZero is a finalist in the 2021 SaaS Awards Program in the category of Best SaaS Product for Customer Service/CRM. Now in its sixth year of celebrating software innovation, the Software-as-a-Service Awards program accepts entries worldwide, including the US, Canada, Australasia, EMEA and UK.

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Don’t Lose the Human Touch When Using AI and Big Data for Marketing

Hallmark Business Connections

As we make our way through 2021, our Artificial Intelligence (AI) and Business Intelligence (BI) dreams are turning into a reality. Bots, machine learning, predictive models, and big data all impact businesses daily. But are these technological advancements making brands appear less caring?

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Returning to the Office Creates New Concerns for HR

SurveyGizmo

Note from the Alchemer Webinar on HR.com. Recently, Alchemer hosted a webinar with HR.com to talk about the challenges of returning to the workplace after 14 to 18 months away.

Why You Must Replace the Suggestion Box

Opinionator

The customer satisfaction survey has been around for over 40 years. It is widely used as a method to gauge customer satisfaction, and is now an integral part of corporate, government, and organization management strategies. The employee version of the same thing has been around even longer.

Customer Experience vs Customer Service: What are they, and how are they different?

Zonka Feedback

Customer Experience and Customer Service both are your priorities to keep your customers happy and achieve business growth. Both are part of a customer-centric approach and are considered the same thing. Thus, both the terms are used interchangeably but are they the same things?

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Making the Case for Community Research

Vanilla Forums

"When was the last time you spoke to members of your community?". Community

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Why Customer Loyalty will likely fail when you do these things

Zonka Feedback

Loyal customers are the primary source of attracting more sales into your business. Loyal customers make repurchases with you and also attract other customers into your business through their good word-of-mouth.

Amazing Business Radio: John Wass

Shep Hyken

Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers.

Why Promoting Effortless Experience is Not the Right Thing to do for the CX Industry

Customer Think

Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies whose brand promises are “fast and easy”).

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

13 Tips and Best Practices for Real Estate Customer Service

Help Scout

If there’s one thing HGTV has taught us all, it’s this: Real estate is complicated. Whether it’s buying a house, selling one, renovating, building, or managing a property, each different facet of real estate comes with its own set of challenges.

What Your CEO Needs to Know About Customer Success

ClientSuccess

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level.

eBook 60

Why Loyalty is More Important Than Acquisition for Retailers in a Post-Covid World

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands.

Announcing Delighted Product/Market Fit surveys. Add PMF to your product development toolkit.

delighted

There’s no sugarcoating the fact that achieving and maintaining product/market fit is a constant struggle. And it doesn’t matter what stage of growth you’re in – no startup lucks into PMF, and no enterprise holds onto it forever.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

GlowTouch LLC Earns Recognition in Everest Group’s 2021 CXM PEAK Matrix®

GlowTouch

Newest member ranked alongside the industry’s most innovative and well-established customer experience management solution providers LOUISVILLE, Ky.,

5 Ways to Perfect Your Customer Experience Strategy

CSM Magazine

It’s said that there’s no room for doubt as to what customers mean to a business. Customers are believed to be the primary driver for sales, and without them, a business would be non-existent.

Top 10 Pollfish Alternatives To Use In 2021

SurveySparrow

Do you know or can predict everything? By everything, we literally mean everything! From knowing whether your friends like your singing (we all think they do!) to predict when the toilet papers need to be bought again. Do you have a concrete & confident answer to everything?

11 Languages That Navigate The Future Of Multilingual BPO Philippines

Magellan Solutions

Navigating the future with multilingual call center services. With the world becoming a global marketplace, businesses can expand boundlessly like never before. However, barriers like language need to be eliminated to take advantage of this scenario.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

CS Careers and Compensation Skyrocket in 2021

Gainsight

Last year the world entered uncharted territory, and economists globally made predictions about whether we would have a V, L, or W-shaped recovery. In April 2020, the unemployment rate reached 14.8% , the highest rate observed since data collection began in 1948.

Choosing the Right Call Center Scripting Tool and Its Impact

CSM Magazine

A call center scripting tool helps in building scripts for agents handling customer’s complaints and queries. These tools help develop the call center script in a structured way that is easy for both agents and customers to understand. .

NobelBiz Releases New E-book On-Premise vs. Cloud Contact Center Solution

NobelBiz

Choosing between on-premise and cloud technologies is a complicated process with numerous variables. And, it is critical to accurately analyze company needs in order to tip the scales toward one solution or another.

eBook 52

PCI Pal Announced as a Finalist in the 2021 Cloud Excellence Awards

CSM Magazine

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in the 2021 Computing Cloud Excellence Awards for the ‘Best Cloud Finance Solution’ category.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.